Data protection
You can find out what information we collect, why we collect it, what we use it for and if we share it with anyone else in our privacy notice.
- We only record calls made to or from our Customer Experience team, and calls from our planning team
- All other calls made to or from you will have notes on your account
- We hold phone call recordings for 90 days
- Conversations may be used for training and monitoring purposes
- You can request recordings of your conversations by making a subject access request
- As a housing association we’re not subject to the Freedom of Information Act, as this only covers public authorities.
- If you’re one of our customers, please contact us via live chat and we'll review your request in line with our transparency policy.
- The Information Commissioner’s Office also provides lots of advice and guidance on data protection legislation and the Freedom of Information Act which you can find here.
- However, we do try and be as transparent as possible with our customers and have a lot of information on our website about our services, actions, spending and performance here.
I’ve received someone else’s information:
- Please contact us or email governance@vividhomes.co.uk and describe what you’ve received, who it’s from, the date and time you received it and what information was included
- We’re human and whilst we try our best to minimise the risk of incidents happening, they may still happen
- You can help up by not doing anything with the information you’ve received as this could put someone at risk
Once we’re informed of an incident occurring, we’ll:
- Resolve the incident as quickly as possible
- Look into how this may have happened to see if there’s anything we can do to prevent the same incident happening again
- Provide further training to staff involved
- Offer support to staff and/or customers involved
- Take further action where appropriate
If you have questions or concerns about your data please contact us and ask for Lucy Scott, our Data Protection Officer, or email dataprotection@vividhomes.co.uk
